My account
how can i create my customer account ?
on the home page, click "log in", and then follow the instructions on the screen, which will guide you through the creation of your account.
when you log into your account, you can display your order history, change your password and delivery addresses, administer your subscription to the newsletter and manage your returns. Any creation of account activates automatically a subscription to the A.P.C. information's e-mails.
do you share my personal information with third parties ?
information that you provide to A.P.C. will never be shared with, or sold to, other businesses.
how can i update the information in my customer account ?
on the home page, click "log in", and then click the appropriate category (address book, password or newsletter).
how can i delete my customer account ?
to delete your customer account, please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or by clicking here.
what should i do if i forget my password or if i have trouble logging in ?
if you are unable to log in, click "password forgotten" in the "log in" zone and you will receive a new password by e-mail. you can then log in and modify it by clicking "password" on your account page. if you continue to have trouble logging in, please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or by clicking here.
does my customer account also work in A.P.C. stores ?
the customer account that you create on the A.P.C. website is also recognised in our stores. simply tell the cashier your first and last name to identify yourself.
A.P.C. newsletter
how can i subscribe to the A.P.C. newsletter?
on the website, click the newsletter link at the bottom of the page, and then enter your e-mail address. you will receive the latest news from A.P.C. in accordance with the French "informatique et libertés" law of January 6, 1978, you have the right to access, modify and delete your personal data.
after their first order, the A.P.C. customers agree to receive the newsletter.
how can i unsubscribe from the A.P.C. newsletter?
if you have a customer account, click "log on", and then click "newsletter". select the appropriate choice.
if you do not have a customer account, click the unsubscribe link.
in accordance with the French "informatique et libertés" law of January 6, 1978, you have the right to access, modify and delete your personal data.
My order
how can i place an order ?
search by product type, or by using the coloramas or looks, and choose one or more products. select the colour and size that you want, and then add the products to your shopping bag. finally, click the shopping bag to log in and follow the steps to place your order.
must i create a customer account to place an order ?
to place an order on apc.fr, you must create a customer account. this allows you to store delivery and billing information for your orders, and to manage any product returns.
do you offer gift wrapping ?
if you are sending an A.P.C. product as a gift, we can provide you with a gift envelope and a sticker to seal it.
this free service can be requested when placing your order.
can i modify or cancel my order ?
to modify or cancel an order, please contact A.P.C. customer care as soon as possible, by phoning + 33 (0)1 49 87 04 04 or by clicking here.
how can i be sure that my order has been confirmed ?
you will receive an e-mail once your order has been confirmed.
you can also check the status of your order at any time by logging into your customer account and clicking "my orders".
how soon will my order be processed?
all orders that we confirm before 1 pm, Monday through Friday, will be processed and shipped the same day.
orders placed on saturdays, sundays or public holidays will be confirmed, processed and shipped the next working day.
orders we confirm after 1 pm will be processed and shipped the next working day.
how can i view the status of my order ?
to view the status of your order, log in and click "my orders". this will allow you to display all your orders and their current status.
the order status codes are :
- "waiting for confirmation": your order is waiting to be confirmed by A.P.C. customer care.
- "confirmed": your order has been confirmed by A.P.C.
- "being prepared": your order is being processed by our logistics group.
- "shipped": your order has been transferred to the carrier.
- "delivered": your order has been delivered to the delivery address that you specified.
what can i do if i have trouble placing an order ?
please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or by clicking here.
when a product is not available, what do the codes mean ?
three codes are associated with unavailable products.
- "sold out": the product is permanently out of stock and will not be replenished.
- "unavailable": the product is in the process of being restocked. you can be notified by e-mail when it becomes available again on apc.fr.
- "pre-order": the product is not yet available. you can request to be notified by e-mail when it becomes available on apc.fr.
i reside outside the European Union. what taxes must i pay ?
all our shipments to destinations outside the European Union (Austria, Belgium, Bulgaria, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom) in addition to Switzerland and Norway, are shipped net of TVA. taxes are to be paid upon reception of the parcel, according to the applicable laws in the country of destination.
"duty free shopping" ("détaxe") applies solely to products purchased in a store and transported by the customer; therefore, it does not apply to on-line sales.
how can i view my invoices ?
to view an invoice in PDF format, first « log in », to your account. then, click "my orders", select the corresponding order, and click "print my invoice".
in case of difficulties in downloading your invoices, please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or clicking here.
Payment
is my payment secure ?
during the payment process, the padlock symbol will appear in your browser to confirm that your connection is encrypted and secure. authorisation servers are then consulted in order to verify the payment data and combat abuse and fraud. SSL encryption technology ensures the security of the data that you enter during the banking transaction.
what are the means and conditions of payment ?
all transactions on the apc.fr website take place in euros.
we accept the following credit cards as means of payment: Visa, MasterCard and American Express.
payment via PayPal, bank transfer and COD are not accepted.
for payments by cheque, please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or clicking here.
why was my payment refused ?
when your order is being confirmed, we ask your bank for a preauthorisation. if it is not granted, we are obliged to refuse your order and it will not be processed any further.
for more information, please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or clicking here.
My delivery
Free shipping on any order of 100 € or more from January 25 to February 5 2013. Only valid for the Spring/Summer 2013 collection. Enter the code 250113 on your order summary.
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what countries can you ship to ?
from this website, apc.fr, we can ship to any country worldwide, with the exception of North America (USA and Canada) and Japan. to ship an order to these countries, please log into their dedicated websites. for the USA and Canada, please click here. for Japan, please click here.
all our shipments to the European Union (Austria, Belgium, Bulgaria, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom) are billed including the VAT applicable in France.
all our shipments to countries outside the European Union (including Switzerland and Norway) are shipped net of VAT. taxes are to be paid upon reception of the parcel, according to the applicable laws in the country of destination.
what shipper do you use ?
deliveries are handled by UPS, and take place from 8 am to 6 pm, monday to friday. a delivery notice is left if the recipient is absent. after 3 delivery attempts (and notices), the parcel is held at UPS for 7 days. the parcel must be signed for in all cases.
what are the shipping times and charges ?
shipping is charged at a flat rate, as follows:
France and Monaco:
- standard delivery: 8€
- time: 2 to 3 working days
European Union:
- standard delivery: 18€
- time: 2 to 3 working days
Switzerland and Norway:
- standard delivery: 30€
- time: 2 to 3 working days
The rest of the world:
- standard delivery: 45€
- time: 8 working days
delivery is free of charge for orders equal or over 500 euros (including VAT).
how can i track the delivery of my parcel ?
log into your account, and then click "my orders". the status of your orders will be displayed.
a link to the UPS website allows you to track the delivery of your parcel.
when your order is shipped, you will receive an e-mail containing the tracking number and a link to the carrier's website.
can my order be picked up at an A.P.C. store ?
it is not possible to deliver orders to an A.P.C. store.
do you ship to post office boxes ?
for security reasons, we are not able to ship to post office boxes.
can my order be shipped to an address other than the billing address ?
log into your account and then click "my addresses" to store up to seven different shipping addresses.
can i change the shipping address once my order has been confirmed ?
once your order has been confirmed, if you want to change the shipping address, please contact A.P.C. customer care as soon as possible, by phoning + 33 (0)1 49 87 04 04 or clicking here. although we will do our best, we cannot guarantee that such requests can be taken into account.
i have not received my parcel. what should i do ?
if you have not received your parcel within the planned schedule, please log into your account, click on "my orders", and display the order status and the delivery tracking information.
in case of a problem, please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or clicking here.
my parcel was damaged in transit. what should i do ?
if, upon delivery, you find that your parcel is damaged, we recommend that you indicate this on the delivery slip, signed for and with written details, and then contact UPS. A.P.C. customer care can then be contacted by phoning + 33 (0)1 49 87 04 04 or clicking here.
a product is missing in my parcel. what should i do ?
please contact A.P.C. customer care as soon as possible, by phoning + 33 (0)1 49 87 04 04 or clicking here.
i have received a defective product. what should i do ?
please contact A.P.C. customer care as soon as possible, by phoning + 33 (0)1 49 87 04 04 or clicking here.
Returns
under what conditions may i return a product ?
products must be returned in new condition and in their original packaging.
products cannot be returned if they are incomplete, damaged, soiled, or if they have been worn. for reasons of hygiene, undergarments cannot be returned.
i would like to return a product. what should i do ?
to return a product, you must first obtain a return authorisation.
log into your account, display the associated order, and follow this procedure:
- request a return authorisation by selecting the product(s) you want to return. enter the reason for the return. you may optionally enter your comments.
- print the return authorisation.
- put the return authorisation in the parcel.
- send the parcel to the address shown on the return authorisation.
when your request has been authorised by A.P.C. customer care, you will receive an e-mail with a prepaid UPS label. the return shipping charges are paid by A.P.C.
if you want to make an exchange, the product you request must be the same as the one being returned, but in a different size or colour.
if you want to exchange it for a different product, you must request a refund, and then place another order.
what is the time limit for returning a product ?
the time limit is 15 business days, counting from the delivery date.
in accordance with French law (the "loi Châtel"), you are entitled to withdraw your order by returning the merchandise to us within seven days. you will then be refunded for the returned products, as well as for the outward shipping charges. Beyond these 7 days, A.P.C. takes care of the expenses of return, only returned articles will be refunded you in the cost price.
additionally, article L.121-20-1 of the French consumer code stipulates that "when the right of withdrawal is exercised, the vendor shall refund the customer all amounts paid as soon as possible and in any case within the 30 days following the date when this right was exercised. past this time, the amount due is, by operation of law, subject to interest at the legally-applicable rate."
DURING OUR SALE AND PRIVATE SALE
the time limit is 7 business days, counting from the delivery date.
in accordance with French law (the "loi Châtel"), you are entitled to withdraw your order by returning the merchandise to us within seven days. you will then be refunded for the returned products, as well as for the outward shipping charges. Beyond these 7 days, A.P.C. takes care of the expenses of return, only returned articles will be refunded you in the cost price.
additionally, article L.121-20-1 of the French consumer code stipulates that "when the right of withdrawal is exercised, the vendor shall refund the customer all amounts paid as soon as possible and in any case within the 30 days following the date when this right was exercised. past this time, the amount due is, by operation of law, subject to interest at the legally-applicable rate."
must i use a particular shipper when returning products ?
if you request the return within 15 days of receiving the parcel, A.P.C. will pay return shipping charges. once the request is authorised by A.P.C. custumer care, we will send you an e-mail with a prepaid UPS label that you should affix to the parcel containing your returns, along with the return authorisation.
how long does a refund take ?
after the parcel with your returned product has been received and its contents confirmed, the refund will take place within 15 business days, and you will receive an e-mail confirming the refund.
in the case of an exchange, when will I receive my new product?
once your return has been confirmed, we will process the exchange under the same conditions as for an order.
what happens if an exchange is not possible ?
if the product that you have requested in exchange is not available, we will refund the appropriate amount to the original means of payment. in this case, you will be notified by e-mail.
how can i tell if A.P.C. has received my parcel ?
to determine the status of your return, please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or clicking here.
why was my return refused ?
your return may be refused for two reasons:
- it was received after the 15-day return period.
- it was received in unacceptable condition: products must be returned in pristine condition and in their original packaging. products may not be returned if they are incomplete, damaged, soiled, or if they have been worn.
for more information, please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or clicking here.
can i return a product i bought on the website in an A.P.C. store, or vice versa ?
our stores and our website operate independently; products must be returned to the same entity from which they were bought.
Our products
i am looking for a product that is not shown on the website ?
the website features our current collection, as well as current collaborations. if you do not find the product you are looking for, please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or clicking here.
a product is not available on the website. can you inform me of an outlet where i might find it ?
please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or clicking here.
how can i get more information about a product ?
you will find its principal characteristics on the product page (description, composition, care instructions…).
you can also look at our sizing guide by clicking a link on any product page.
if you would like other information about a product, please contact A.P.C. customer care, by phoning + 33 (0)1 49 87 04 04 or clicking here.
where can i find products from previous A.P.C. collections ?
after a period of one year, our previous collections are available at:
SURPLUS A.P.C.
20 rue Andre del Sarte
75018 PARIS
tel : +33 1 42 62 10 88
opening hours: tuesday to saturday, 12:30 pm to 7:30 pm
sunday, 1:30 pm to 7:30 pm
Customer care
how can i contact A.P.C. customer care ?
you can send an e-mail by clicking the Contact link. customer care representatives are also available by phoning + 33 (0)1 49 87 04 04 from 9 am to 6 pm, monday to thursday, and 9 am to 4:30 pm friday.
how can i contact you with a complaint ?
please contact A.P.C. customer care, mentioning all relevant information so that we can respond as quickly as possible.
About A.P.C.
how can i obtain the address of a point of sale for A.P.C. products ?
you can obtain the addresses of our points of sale by clicking the "stores" link on the website.
where can i get more information about the A.P.C. brand ?
you can stay informed about the latest news from A.P.C. by subscribing to the A.P.C. newsletter and by visiting apcjournal.fr.
how can i apply for a job at A.P.C. ?
please send a covering letter, a letter of application and your CV to the following address: apply@apc.fr
i am a retailer and i would like to sell the A.P.C. collection ?
please contact our wholesale department by clicking here.